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Diagnosing from the Service Lane
Just a reminder to be cautious that your advisors don’t perform diagnosis. Recently worked with a dealership and one advisor constantly diagnosed from the lane. Lots of bad decisions, money and time wasted and very frustrated clients. Your advisors should be gathering info, performing walk arounds, checking histories and outstanding recalls, presenting properly diagnosed needed repairs and ,of course, maintenance. Please leave diagnosing to the experts…your technicians.
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2 Replies
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Perfectly and succintly presented!
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What a good reminder for us all. Sometimes it is tempting to give away the diagnosis at the front counter. Especially when it looks like a common problem. In essence when you do that, you are taking money away from the technician and the shop. You could almost say stealing money from all whom get paid based on hours billed.
The doctor analogy is always best. Would you want an experienced nurse or front desk person diagnosing your medical issue? I know that I would not!
Would you steal from the shop?
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